Remote PE Team Lead

Summary

Join our team as a Team Lead and take charge of managing, leading, motivating, coaching, and training your teams. You will work on different projects, creating schedules, training for team members, and tasks based on client requirements. As a Team Lead, you will be responsible for ensuring client and agent satisfaction is a top priority and owning the success of your projects.

Requirements

• Knowledge of Player Support tools and processes
• Firm understanding of key support metrics and how to apply them
• Solid knowledge of the assigned title
• Strong English language skills
• Ability to read and interpret reports
• Strong analytical skills
• Ability to analyze and assess tickets to determine the level of quality
• 3 years of AI Language model dictionary building experience

Responsibilities

• Manage, lead, and motivate teams
• Proactively solve project issues with the teams and project manager before they impact the project
• Make sure both the project manager and teams are aware of the project’s status
• Set, monitor, and achieve goals through the team
• Interact daily with local agents in person and remote team members virtually
• Provide direction to the team to ensure clients receive support in a timely, efficient, and knowledgeable manner
• Uphold studio policies, processes, and security procedures
• Provide reports to the project manager and client
• Perform regular quality control checks according to established project processes
• Act as an escalation point for our clients and their customers
• Provide daily positive and constructive performance feedback to team members
• Provide both positive recognition and warnings appropriately
• Help identify areas where training material may need to be reviewed and create training materials
• Conduct weekly one-on-one coaching sessions with assigned employees
• Provide employees with metrics on their performance according to project KPIs or SLAs
• Train shift leads
• Interact in a professional, courteous, and regular manner with client contacts on all assigned projects
• Act as a point of contact for the client and communicate with them in a professional and courteous manner for all assigned projects
• Communicate important project-related information directly to the client, including reports, metrics, trending issues,and blockers
• Find solutions to client requests when possible
• Verify hours in When I Work within payroll deadlines
• Manage and approve vacation requests
• Monitor employee attendance and flag late and absent employees

Benefits

• Full-time schedule, plus employee benefits, including health and dental care, when eligible
• Partnerships with STM, Telus, and BIXI (among others)
• Employee Assistance Program